Service Desk Analyst

**SERVICE DESK ANALYST**
**INFORMATION SYSTEMS**

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Under the direction of the Frontenac Municipal Information Systems (FMIS) Business

**SUPERVISION RECEIVED**

Works under the supervision of the FMIS Business Analyst.

**CORE COMPETENCIES**
- Demonstrates the core Corporate competencies: Professionalism, Respect and Integrity; Client Service Orientation; Accountability, Commitment and Perseverance;Communication; Innovation/Process Improvement; and Teamwork

**KEY RESPONSIBILITES AND ROLE EXPECTATIONS**
- Performs the responsibilities of the position within the legislative and regulatory standards set out in the applicable Federal, Provincial and Municipal statutes
- Performs the responsibilities of the position consistent with the Operational policies of the County of Frontenac
- Ensures a high level of confidentiality as per the Municipal Freedom of Information and Protection of Privacy Act (MFIPPA)
- Provides first level support to clients on telephony systems and services
- Performs systems maintenance and upgrades in a variety of operator systems and with SaaS providers
- Instructs and assists clients on the use of software, hardware, network procedures and hardware maintenance as required, arranging for training when needed
- Ensures data integrity through daily and weekly backup procedures for client data and software with monthly verification of backup media integrity
- Maintains daily virus detection and inoculation procedures on the County network and client equipment
- Maintains schedules, control logs, event logs, inventory and documentation relating to the County’s computer and telephony network
- Provides computer consulting services to clients on a project or enquiry basis according to the IT standards and procedures

Health & Safety
- Protects own health and safety and the safety of others by adopting safe work practices, reporting unsafe conditions immediately, and attending all relevant in
- services regarding occupational health and safety
- Follows all guidelines for employees and employers as legislated under the Ontario Occupational Health and Safety Act

Other Duties
- Completes other duties as assigned
- **The foregoing description reflects the general responsibilities and expectations necessary to describe the principal functions of the job identified and shall not be construed to be all of the work requirements that may be inherent in this classification.**_

**EDUCATION AND EXPERIENCE**:

- Post-secondary diploma in Computer Science
- An equivalent combination of recent related education and experience may be considered
- Two (2) years of relevant experience in information technology including experience with content management systems, updating and maintaining websites, and working in various operating systems and SaaS programs
- A+ Hardware certification an asset
- Microsoft Certified Professional certification an asset

**KNOWLEDGE, SKILLS & ABILITIES**:

- Demonstrated strong interpersonal and communication skills, both written and verbal and ability to communicate information to a diverse audience base clearly and concisely with ease and confidence in a professional, consistent and positive manner
- Demonstrated respect for individual differences and competencies
- Demonstrated time management, prioritization and decision making skills with the ability to function within a fast-paced environment, responding with flexibility to changing priorities
- Ability to problem solve using factual information
- Demonstrated ability to be a team player who is able to establish and maintain effective working relationships with fellow employees, clients/resident/patients and the public
- Demonstrated commitment to client-centered service
- Demonstrated knowledge of all legislation and regulations pertinent to the role as well as an understanding of policies and legislation affecting the department
- Demonstrated professional work ethic and behaviours in interaction with internal and external contacts
- Demonstrated ability to adhere to confidentiality while exhibiting discretion and good judgement
- Demonstrated ability to build resiliency and be aware of own strengths and limitations
- Proven willingness to learn and acquire new information and skills
- Demonstrated ability to adapt to change within an environment with a continuous process improvement mindset
- Demonstrated understanding and commitment to health and safety policies, procedures and applicable legislation.
- Demonstrated ability to attend work on a regular basis
- Must hold a valid Class “G” driver’s license
- Satisfactory Criminal Reference Check and Vulnerable Sector Screen
- Demonstrated ability to meet the physical demands of the position

**WORKING CONDITIONS**:

- Potential for varied hours of work to meet the operational demands of the position
- Periods of time sitting in meetings, viewing a computer monitor and keyboarding
- Intermediate level of concentration is required to analyze and interpret data a